Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

3 Ways Business Is Trending Toward Automation - Brett Clawson - ContactCenterWorld.com Blog

3 Ways Business Is Trending Toward Automation

Automation and industry go hand in hand. This is both a hotly contested sentiment and an inevitable truth. Just as the industrial revolution drastically improved the production of various industries using machinery, modern automation has a number of advantages to provide. While it may mean taking work away from human beings, it’s ultimately the better choice when possible. Here are just a few examples of ways in which modern technology can transform industry.

Automated Customer Service 

Automated customer service is really nothing new. Currently, automated customer service is used for the purpose of screening calls in order to match customers with the departments that can meet their needs without the need for transfers, though some transfers are still necessary. This kind of automatic has become mundane, but it remains woefully insufficient. However, thanks to advances in natural language processing, further automation of customer service roles can potentially be achieved. NLP is a field of science that seeks to allow computers to understand human speech in a more holistic way. In essence, NLP advancements mean that machines will be more capable of parsing meaning from speech, rather than operating on the call and response model that tends to leave something to be desired. Using more advanced speech recognition and understanding, customer service roles can be updated to provide more automated services without losing nearly as much of the flexibility of a human worker and further reducing the workload on human workers.

IoT Devices

The Internet of Things, or IoT, is a design philosophy in which various devices are imbued with additional functionality as a result of added internet connectivity. IoT has had a major impact on the way society runs already, and that trend is likely to continue indefinitely. IoT doesn’t offer automation in the traditional sense, but it does nonetheless make certain tasks and potentially whole jobs obsolete. The main draw of IoT in an industrial or commercial setting is that it provides remote access to devices that can allow instructions to be given and coding to be done on the fly and from a remote location, and this additional flexibility means that supervisors have less need of someone to do the legwork of operating machines to spec. Instead, supervisors can instruct devices directly and connect to multiple devices simultaneously from one remote location. Likewise, IoT devices can have the ability to monitor their inner workings and report back on various potential hardware and software issues, meaning that repairs will be able to be performed preemptively, which in turn means that repairs will be less severe and may be able to be performed on site by regular employees much more often. This work can allow that employees work from home and come in only for certain repairs and will be able to stay on top of their work easier.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Cloud Computing

Like IoT, cloud computing would not historically be considered automation, but it has a number of the same qualities. Like IoT devices, cloud computing is all about connectivity. Cloud computing is the process of connecting multiple devices over a cloud “network,” and this has a few key advantages. The most notable advantage of cloud computing is that it enables several machines to cooperate on the same task simultaneously and automatically. In essence, cloud computing is the sharing of assets, and while this refers in part to the sharing of data via cloud storage, it also refers to the sharing of processing power. This shared computational power means that more complex tasks can be performed much more easily and much more quickly, and the use of cloud computing likewise reduces the risk that the failure of any one machine in the cloud poses to the overall operation. However, cloud storage isn’t to be taken for granted either, as it outright eliminates the need for the sharing of data via email among a group of colleagues. Instead, cloud storage is the storage of files in a single remote location to which any number of people could be granted access.

While automation provides many benefits to individuals and businesses alike, it also presents concerns of employment. However, using the examples above, it’s easy to see how the principles of automation are ultimately neutral, if not benign. Along those lines, there will likely be many cases in which automation merely aids human workers, rather than outright replacing them.

Publish Date: June 23, 2020 5:59 PM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =